Facebook author names displaying as numeric IDs in Khoros Care

Update timeline

1. investigating May 20, 2026, 02:59 PM UTC

   We are investigating reports that some customers using Khoros Care are seeing Facebook Messenger / Facebook DM author names display as long numeric IDs instead of customer names. Agents can generally continue to read and respond to affected conversations, but identifying customers by name in Care may be impacted. We are actively investigating and will provide another update as soon as we have more information.

2. identified May 20, 2026, 09:36 PM UTC

   We have identified the issue causing some customers to see Facebook Messenger / Facebook DM author names display as long numeric IDs instead of customer names. We are working on a fix for this issue and will update as soon as this is deployed.

3. identified May 21, 2026, 04:31 AM UTC

   We have deployed a fix that addresses the root cause of this issue. Facebook Messenger and Facebook DM sender names are now displaying correctly for new incoming messages. For messages received during the incident window, our team is actively working to determine the best path to restore the correct sender names. We are committed to keeping you informed as this progresses and will share an update shortly. Agents can continue to read and respond to all conversations in the meantime

4. monitoring May 22, 2026, 01:12 AM UTC

   We have deployed a fix that addresses the root cause of this issue. Facebook Messenger and Facebook DM sender names are now displaying correctly for new incoming messages. For messages received during the incident window, our team has completed restoration efforts and sender names should now appear correctly. We will continue monitoring the system to ensure stability. Agents can continue to read and respond to all conversations as normal. Thank you for your patience while we worked through this issue.

5. monitoring May 22, 2026, 10:34 AM UTC

   We will continue monitoring the system to ensure stability.

6. resolved May 24, 2026, 10:20 PM UTC

   The fix has been implemented, and the system has been monitored for stability. The issue causing Facebook Messenger and Facebook DM author names to display as numeric IDs in Khoros Care has been addressed. New incoming messages are now displaying sender names correctly, and restoration efforts for messages received during the incident window have been completed. If you continue to see Facebook author names displayed incorrectly, please contact Khoros Support for further assistance.